To apply service-level agreement (SLA) to your tickets, you must set the Priority field on the ticket first. Use the process below to automate that action using triggers.

The workflow includes the steps below:

  • Step 1: Create a trigger that sets priority for all tickets for your SLA
  • Step 2: Modify this trigger to set priority based on tags
  • Step 3: Verify that you set up the trigger correctly

Step 1: Create a trigger that sets priority for all tickets for your SLA

Triggers can look for keywords to set ticket priority and SLAs. In the example below, the trigger will set all tickets at the same priority.

To create a trigger that set priority for all tickets

  1. Create a trigger
  2. Add the conditions below under Meet ALL of the following conditions
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Priority | Is | -
  3. Add the action below under Actions
    • Object > Ticket > Priority | Normal
  4. Select Create trigger

Create a trigger that set priority for all tickets.png

Step 2: Modify this trigger to set priority based on keywords

You can use any ticket properties, such as custom fields, to set priority on tickets. In this example, we will demonstrate how to use keywords as trigger conditions. The trigger will set the priority based on the keywords found in the ticket.

To create a trigger that sets priority for all tickets with a tag

  1. Create a trigger
  2. Add the conditions below under Meet ALL of the following conditions
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Comment Text | Contains at least one of the following words | sales
  3. Add the action below under Actions
    • Object > Ticket > Priority | Normal
  4. Select Create trigger

Create a trigger that sets priority for all tickets with a tag.png

Step 3: Verify that you set up the trigger correctly

View the ticket events to verify that your trigger is running correctly. The ticket events include all triggers applied to your ticket and reflect changes in ticket priority. For instructions on how to view ticket events, see this article: Viewing all events for ticket updates.

GIF demonstrating the process of verifying trigger setup by viewing ticket events in Zendesk.

For other questions about the ticket priority field, see the articles below:

  • How to set the ticket priority based on the support email address?
  • Can I edit the priority field?
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